"Five9 showcased a range of AI-driven capabilities at the CX Summit 2025. The enhancements to the Five9 Genius AI suite focus on routing, quality management, and analysis. This should enable contact centers to improve customer interaction with the help of artificial intelligence. Many organizations struggle with scaling AI applications in their contact centers. Fragmented systems and scattered data are often the biggest obstacles. Five9 is now addressing this by using AI as a central connecting layer across different parts of the contact center."
"The announced innovations include Agentic Quality Management (AQM). This is an advanced quality management solution that can fully evaluate customer interactions. This provides insights that organizations can then use to support agent performance and customer satisfaction. The performance data generated by AQM can be used for routing decisions, employee coaching, and improvement initiatives. Genius Routing is a dynamic matching engine that helps match customers to agents based on predefined characteristics, agent attributes, and skill levels."
"OneVUE is an integrated reporting and analysis application that provides dashboards to customers of various sizes. These dashboards are customizable and self-operated. OneVUE builds on Aceyus VUE's capabilities and offers new possibilities. OneVUE allows users to customize figures and graphs to their liking and set performance indicators themselves. These could include waiting times or customer satisfaction. Regardless of the technology a company uses, OneVUE enables it to monitor more effectively and better understand its customer service."
Five9 expanded its Genius AI suite to improve contact center routing, quality management, analysis, and digital engagement. The company uses AI as a central connecting layer to overcome fragmented systems and scattered data that hinder scaling of AI applications. Agentic Quality Management (AQM) fully evaluates customer interactions and generates performance data for routing decisions, coaching, and improvement initiatives. Genius Routing dynamically matches customers to agents using real-time, API-driven inputs based on characteristics, attributes, and skills. OneVUE provides customizable, self-operated dashboards for monitoring performance indicators like wait times and customer satisfaction. Adaptive Digital Engagement and a Dynamic Web Messenger configurator enable evolving conversational experiences as AI capabilities expand.
Read at Techzine Global
Unable to calculate read time
Collection
[
|
...
]